• Communicate with customers and clients via email, chat, and phone to address issues, answer questions, and explain website features. • Provide empathetic, top-tier service to every customer and client contact, ensuring a compassionate and professional experience. • Communicate sensitive or challenging information to customers with professionalism, empathy, and clarity, ensuring understanding while maintaining a positive customer experience. • Efficiently manage customer interactions across various channels (email, chat, and phone) while utilizing internal systems and tools, ensuring smooth workflows and high-quality service delivery across different functions of the role. • Managing a high volume of incoming customer inquiries throughout the day. • Grow your knowledge of company products, services, and policies, in order to explain them in a kind and respectful manner. • An ability to troubleshoot, identify, and solve technical issues related to the Legacy.com product lines, escalating as needed. • Able to utilize internal systems and tools to process work while adapting to team-specific processes. • Contribute directly to achieving monthly team performance targets. • Perform other duties as assigned to support the team, department, and company goals.

• Providing real-time support for customers during their trips. • Coordinating with local partners to resolve on-the-ground issues. • Conducting consistent check-ins with customers involved in any incident. • Implementing mid-trip check-ins across all trips to proactively identify and resolve issues. • Analyzing customer feedback and behavioural data to uncover trends, insights, and opportunities for improvement. • Conducting systematic post-trip reviews to identify patterns and prevent recurring issues. • Collaborating with Key Account Managers (KAMs) and DMCs to implement feedback-based improvements.

Role Description We're hiring a UK Customer & Partner Coordinator to be a commercial point of contact for our NIPT service in the UK. You'll combine patient-facing customer support with hands-on coordination across our growing UK clinic and partner network. Tasks What you'll do: - Patient side (online channel): - Convert online enquiries into NIPT sales through warm, consultative phone conversations. - Coordinate home phlebotomy and clinic appointments for patients. - Be the trusted point of contact for patients from first enquiry through to test results. - Respond promptly and empathetically — pregnancy is sensitive territory. - Track conversion rates, customer feedback, and experience metrics. - Partner side (offline channel): - Support our growing UK network of clinics, ultrasound centres, and mobile phlebotomy providers. - Coordinate test orders, kit logistics, and result delivery between partners and our international laboratory network. - Be the operational bridge between UK partners and our global HQ team. - Build strong working relationships across the network — these are the people who'll send us volume. - Feed insights back to our marketing team — what patients ask, what messaging lands, where channels need sharpening. Qualifications - 2+ years in sales, customer service, contact-centre, or healthcare coordination roles. - A sales-oriented mindset — you enjoy turning interest into commitment over the phone. - Fluent English with the empathy that pregnancy-related conversations require. - Strong organisational skills — you'll juggle patients, partners, logistics, and reporting. - Comfort working independently — this is a remote role with real autonomy. - A medical, healthcare, or biotech background. - (nice to have) Some marketing or commercial savvy. Benefits - Remote-first — work from anywhere in the UK. Occasional travel to partner sites. - Competitive base salary + uncapped performance bonuses — clear tiers for sales conversions and operational delivery. - Direct exposure to commercial leadership — you'll work directly with our UK leadership and our global HQ team. No middle layer. - Real growth path — as our UK operation scales, this role grows with it. We expect the right person to move into account management, partner success, or commercial leadership over time. - Truly global environment — work alongside colleagues across 45+ markets worldwide, with direct exposure to insights from markets across Europe, Asia, the Americas, and beyond. English is our working language. - A mission that matters — you'll be helping pregnant women across the UK access faster, more accurate prenatal screening. - Equipment and travel covered — laptop, mobile, UK travel budget for partner visits.

• Handle inbound and outbound customer service calls and case management • Serve as the first point of contact for homeowners using a booking platform • Provide timely, high-quality assistance to customers, especially during escalations • Log, classify, and follow up on all customer interactions • Maintain accurate records of call history and resolutions • Analyze call data and share customer feedback • Stay up to date with process and platform changes • Collaborate with internal and external teams through clear, documented communication